How To: Get Upgraded

Be personable

When you book directly with an airline, a hotel or any other company, you save them the commission costs they’d otherwise need to pay to a travel agent or third party for securing your business. Hopefully, they’ll return the favor in the form an upgrade, or at least by offering you the best deal they possibly can on a cheap first-class seat or executive rooms. What’s more, by dealing directly with an airline or hotel, they get to know you, you get to know them and everybody’s happy.

When it comes to getting that first-class seat, it helps if you join the airline’s frequent flyer program; it’s free, and every time you travel with the company you’ll be awarded points. Incentives like these help to build customer loyalty, a valuable factor to remind reception staff of when you’re seeking an upgrade. Hotels offer similar programs, and you’ll be considered first when the time comes to issue upgrades. When it comes to an airport or a hotel reception packed with nasty spring-breakers or overworked businessmen on a weekend convention, use this loyalty as leverage; stress to the check-in staff that you love the airline/hotel, fly/visit often and would really appreciate that upgrade.

Dealing directly doesn’t only mean booking directly through the company, however; it also means being vocal and direct regarding what it is that you want. If you know you want that room upgrade a week before you check in, ringing beforehand and requesting it could result in a note on your file indicating that you’re eligible. If you’ve got inside knowledge of the hotel and know what room it is you want, then say so; this informs check-in that you’ve been to the hotel before and that you are a frequent customer. Similarly, if you’ve had a particularly bad experience with the company, you could make it clear to the check-in staff that you would be more than happy to forget about the whole experience if you were compensated in some way. They’ll invariably know how customers love to talk — particularly about bad experiences — and offer you some kind of compensation in exchange for your silence.

Be nice

Upgrades can often be a way to reward your loyalty or lure you into splashing out big bucks next time; nevertheless, it pays to be charming and polite at check-in, and act as if they’re doing you a favor — not the other way around. While ticket agents and reception staff don’t necessarily have the power to issue upgrades at their own discretion, they certainly have influence. After a spot of friendly banter, kindly request that if an upgrade does become available, you’d appreciate being included. If check-in at the airport is manned by particularly friendly people that day, then he or she will add a code to your ticket that signifies to the flight staff that you are eligible for that all-important upgrade. The same is true of hotels. If something happens later on in the day — such as a cancellation on an executive room or a difficult client who storms out of an executive room because it doesn’t have Wi-Fi — then you’re the first person they’ll think of rewarding.

When the occasion calls for that little extra something to sway an upgrade your way — mainly to face-to-face encounters — be personable; use humor, wit and charm and ask yourself whether you’d award an upgrade to yourself if given the chance. If you recognize that particular member of staff from the time before, say so — in general, people like to be recognized. It’s all in the details, too, like addressing them by their first name if they are wearing a name tag, and talking to them on your level. This kind of interaction will make the staff feel important and will boost their motivation, making them want to do a better job and increase customer satisfaction by upgrading the likes of you. Or, at least, so you hope.